Job Description

Undertake telephone appointments, visits to customer homes or public locations and assist customers with their application for Housing Benefit andor Council Tax Support, discounts and exemptions. Provide basic Revenues and Benefits processing duties as required. Reach out to vulnerable customers to ensure they are receiving the support and benefits needed together with supporting the repayment of outstanding Council Tax.

Key tasks and responsibilities:

Support members of the public: + completing applicationschanges in relation to Housing & Council Tax benefit claims;
+ Signpost to other benefit & support agents;
+ Agree and maintain payment arrangements
Work with Citizens Advice and other Support Agencies to ensure vulnerable customers are receiving the support they need. Gatherverify evidence in support of the benefit application. Conduct Council TaxNNDR inspection visits/appointments and give advice relating to all manner of discounts and exemptions. Hand deliver notification of recovery intentionoutcomes to members of the publicbusinesses. Produce reports relating to the visits. Provide basic Revenues & Benefits processing duties. Play an active role in weekly and monthly employee review (121) meetings. Ensure knowledge is kept up to date in relation to Liberata and site policies. The post holder is required to take reasonable care of the health and safety of themselves and other persons who may be affected by their work; to comply with the Health and Safety Policy and to co-operate with Liberata on health and safety matters at all times.

Essential Skills and Attributes:

Educated to GCSE level or equivalent with a minimum 5 grades A-C or levels 9 - 4, including English and Maths. Experienceunderstanding in meeting targets and developing own performance. Good use of various IT systems and applications including word, excel, access etc. Excellent verbal and written communication skills. Good analytical skills and working with a high level of attention to detail. Good organisation and planning skills. Previous experience providing good customer service and ability to problem solve. Experience of working as part of team to achieve departmental objectives. Experience of being able to adapt to changing situations.

Security vetting and checks:

If you are successful, you will need to comply with the government's Baseline Personnel Security Standard (BPSS) verification process, this includes a basic criminal record check which will identify any "unspent" convictions. If you are unable to meet these requirements your offer may be revoked.


Liberata is one of the UK's leading providers of business process outsourcing and support services for the public and commercial sectors.


Founded in 1975, Liberata has been serving central and local government for over 45 years as a trusted and reliable operating partner. Delivering specialist business process services where business knowledge is critical at every stage, our highly experienced and dedicated teams care about helping governments get results and achieve the highest levels of service.


Many of our services and solutions are available for procurement under various Government frameworks.